Call center metrics and analytics solutions from Nexidia

Drive your business growth with Nexidia’s advanced speech analytics solutions.

Running a contact center means answering questions. Why are customers calling? How are my agents interacting with them? How are customers reacting to products and services? Do we adhere to required protocol? And most importantly, how do these answers impact my relationship with my customers? Nexidia Speech Analytics quickly extracts the meaningful intelligence from your calls needed to obtain a range of business benefits including improved agent performance, improved business processes, increased market intelligence and compliance - all designed to increase customer loyalty and satisfaction while reducing operating costs. Nexidia offers solutions to:

Improve Agent Performance

Speech analytics makes performing agent assessments easier than ever by grouping calls b sy topic or corporate objective. Performance results are displayed by site, team or agent. Now supervisors have the ability to quickly find the agents and areas that they wish to assess. With agent performance related back to corporate objectives, supervisors can provide meaningful feedback to make impactful change across the company. And with the ability to drill down to the actual audio, evaluating agents no longer requires extensive time reviewing random calls or searching for relevant ones. Learn more about improving agent performance.

By using speech analytics to understand which agents need more training on which particular skill sets, training dollars can be targeted. Tools for tracking results over a defined time period show the length of training retention. Additionally, by using speech analytics to monitor agents continuously, supervisors can see if the training resonated, or needs to be reviewed again. Whether the objective is to improve up-sells or to decrease the average handle time, speech analytics provides the information needed to develop appropriate training to achieve those goals. Learn more about improving agent performance.

Improve Business Processes

Fully integrated First Call Resolution (FCR) tools provide deep insight into the root causes of repeat calls. By using metadata to identify repeat callers, and the ‘voice of the customer' to understand where breakdowns occur, users can implement targeted process improvements. Topics reports enable users to identify the most common repeat call topics. Relationship reports establish cause and effect between initial calls and subsequent call topics. And, users have the ability to drill down to the actual audio for an even deeper understanding of what drives multiple contacts. Learn more about improving business processes.

Speech Analytics can decrease Average Handle Time (AHT) by showing which topics and agents have the longest AHT. Further drill down analysis can identify not just the category, but the specific issue within that category that is causing AHT to increase. For example, if calls relating to a new product are producing an extended AHT, speech analytics can help show that a rebate associated with a new product is not clearly defined, and agents lack the proper information to resolve the issue. With Nexidia Speech Analytics, customers can quickly target where agent and business process improvements can be made. Learn more about improving business processes.

Combining traditional metrics such as average handle time and non-talk time with speech analytics shows which types of calls are incurring the most transfers, and more importantly, why the calls are being transferred. By understanding the root-cause, corrective measures such as utilizing Agent Assist to provide information to agents as calls are live, repeating training courses, or making procedural changes that allow agents to address customer issues without transferring the call can be made. Learn more about improving business processes.

With speech analytics companies can understand the root-cause of why calls come into the contact center, and their topics. When combined with the ‘voice of the customer' who may state that the IVR system is confusing, or there wasn't an appropriate option, companies are given a powerful tool to evaluate and improve their system. And speech analytics shows almost immediately if the changes are having the desired impact. Learn more about improving business processes.

Many business processes rely on agents having sufficient information to successfully complete the call. Through the use of ESI-Monitor and Agent Assist, contact centers can analyze calls as they are happening. Key words said during the conversation will trigger screen prompts, providing the agent with relevant information immediately - thus eliminating the need to go search for the information and increasing the handle time. Learn more about improving business processes.

Increase Market Intelligence

Gaining insight into how your customers perceive your competitors can have great impact marketing strategy. Through the use of speech analytics, companies can automatically categorize calls where a competitive mention occurs. Taken a step further, and those calls can be grouped by topic. Companies can now track what types of calls most likely to contain a competitive mention and the context in which it was said - all in near real time. Learn more about increasing market intelligence.

Spending significant money on a marketing campaign to discover only after it is completed, that the campaign was not effective leaves questions such as why didn't the message resonate or did the promotion drive traffic but not convert to sales? Speech analytics can help answer those questions by tracking mentions of the campaign and providing the actual audio to hear customer's first-hand reactions. And, the results are available in near-real time. This ensures that changes can be made to a marketing campaign quickly and that money is not wasted on a message that isn't connecting. Learn more about increasing market intelligence.

An understanding of how customers perceive your current product and service offerings and what customers have been requesting is invaluable. By classifying calls about a specific product or service and then identifying key phrases that indicate approval or disapproval, patterns begin to emerge that reflect customers' opinions. And as new products and services are in the beta phase, speech analytics gives companies a way to conduct preliminary market research so that they are armed with the information needed to have a successful launch. Learn more about increasing market intelligence.

Monitor Compliance

Speech analytics offers an automated way to monitor agents' script and policy adherence. Scores can be generated based on how well procedures have been followed. This ensures that corrective action can be taken before bad habits set in or before customer service is affected. And, by monitoring 100% of calls, contact centers can determine if policy is being continuously met across all call types. Learn more about monitoring compliance.

Often times, what an agent doesn't say is as important as what they do say. Nexidia Speech Analytics automates the process of assessing agents based on how well they adhered to scripts, if they offered unapproved prices or services, or if they failed to provide legally required information to a customer. By continuously monitoring 100% of calls, contact centers can correct behavior quickly, and ensure appropriate service levels are always met. Learn more about monitoring compliance.